This task assesses your ability to engage with stakeholders and obtain advice from outside the work team, to ensure the team is focused and on track. Read the email message below. To: All staff at Knife Edge Hotel From: Mike the Manager. Subject: Changes in Procedure: Dear all, I've had a meeting with the Assistant Managers this morning, and we have agreed that we need to do something to improve customer service. We've undertaken a full review and decided on some steps that will lead us to becoming 'first choice for business customers'. I'd like you all to take whatever steps are necessary to introduce the following changes: 1) No customer should wait longer than five minutes to be helped by a member of reception staff when they arrive. This means that staff from other areas will need to be willing to step in and help during busy periods. We're going to provide training to multi-skill staff in other areas but in the meantime, please do what you can to make sure this new standard is achieved and maintained. 2) We're going to put up our standard prices, but offer a loyalty reward scheme that will benefit our business customers. More information on this will be shared with you by the Assistant Managers. Please make sure that all information is updated to reflect these changes, which will take effect from Monday. This is just the start of a long programme of improvements. We'll be asking all staff to take part in focus groups that will help us to identify improvements that can be made in all areas, and we're going to do a lot more in terms of training. Key staff will be trained in several different roles to enable us to adapt to peaks and troughs. The changes I'm introducing are going to impact every section but I know I can rely on you all to play your part in making us 'first choice for business customers'. Mike 1. Explain what is wrong with the manager's approach? Imagine that you have now taken over as manager of the Knife Edge hotel.